Director, Customer Experience

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Experience in United States.

This leadership role is responsible for shaping and elevating the customer experience across a fast-growing technology organization. The Director will oversee a 40-person Customer Experience team, driving strategy, operational excellence, and AI-enabled innovation to ensure customers receive exceptional “guide-alongside” support. This position involves managing CX operations, integrating customer insights into product and business decisions, and partnering with cross-functional teams to optimize service delivery, self-service tools, and technology platforms. The ideal candidate thrives in a dynamic, high-growth environment, balancing human-centered support with scalable technology solutions. This is an opportunity to influence strategic initiatives, enhance customer satisfaction, and establish the CX function as a key differentiator for the business.

Accountabilities

• Lead all customer experience operations, including staffing models, queue management, performance metrics, and seasonal readiness

• Develop and mentor leaders and team members across the CX organization, creating growth pathways and a strong operational culture

• Drive CX strategy, investing in AI and automation to improve customer satisfaction, retention, and operational efficiency

• Oversee the selection, implementation, and evolution of CX platforms and tools, ensuring technology enhances customer experience and team productivity

• Partner with Product Management, Engineering, and Data teams to translate customer feedback into actionable insights that shape product development and roadmap priorities

• Champion CX data across the organization, identifying trends, emerging issues, and opportunities to improve customer engagement

Requirements

• Minimum of 8 years’ experience in customer experience, customer support, or customer operations leadership, preferably in consumer technology or digital products

• At least 5 years leading and developing teams in fast-paced, high-growth environments

• Bachelor’s degree or equivalent professional experience; advanced degrees a plus

• Experience building scalable support operations balancing human expertise with AI-enabled workflows

• Demonstrated ability to integrate CX data with broader business systems and analytics platforms

• Experience partnering with Product and Engineering teams to influence product improvements and roadmaps

• Strong knowledge of customer support platforms and CX technology ecosystems, including major system implementations or migrations

• Analytical thinking, comfort with data, and ability to identify trends and insights for continuous improvement

• Exceptional communication and relationship-building skills, with the ability to influence cross-functional teams

• Curiosity and passion for exploring new technologies, including AI

• Willingness to travel quarterly or for multi-day visits to strategic office locations

Benefits